Official CaVirtex.com Thread - page 40.

bitcoin carpenter

legendary

Activity: 1582

Merit: 1001

Quote from: abababab on November 12, 2013, 03:18:27 PM

Quote from: cavirtex on November 11, 2013, 12:07:45 PM

abababab's concerns have since been addressed within our support ticket system.

NO they haven't. I missed notifications of the thread update otherwise I would have posted back sooner

CaVirtex is now claiming that they were actually calculating dormant activity fees the whole time, but not charging them because of their own "development priorities". So all of a sudden in october it suits them to start charging, so they back-charge at todays rate rather than the rate at each of the dormant months that they were supposedly calculating. Totally fucked.

Obviously they had an opportunity to clarify that in their announcement on the oct 15th but of course they didn't, saying only "This announcement is to notify all users that we will be commencing the billing of dormant account fees on October 23 2013 at 11:00AM (MST)."

Again they also had an opportunity to email a notice to dormant accounts but this wouldn't net as much $$$ so they didn't. They ALSO had an opportunity above to clearly state that that is what accounts for the 4BTC fee and they didn't

I'd also like to point out that they had an IPO for Havelock a while ago but then announced at the beginning of october that they couldn't deliver on their (first??) dividend (http://blog.cavirtex.com/announcement-ceo-joseph-david) which included this as one of their two points:

Quote

VirtEx is re-investing all revenues to grow our company and maintain our team of 15 employees, as well as investing in marketing and legal counsel.

Smells to me like they are growing unsustainably and/or mismanaging finances and have to pull cashgrabs like these.

If they can't manage to run an exchange that is popular and well used and has already high fees without pulling shit like this then something is seriously wrong.

Good thing they didn't charge you in btc from 2011 and 12 or you would have been owing well over 1 btc per month

It was in the fine print, and you didn't read it
1 btc trade in the past year would have solved this problem

l.j2300

member

Activity: 83

Merit: 10

Quote from: _mr_e on November 12, 2013, 06:32:52 PM

Quote from: l.j2300 on November 12, 2013, 06:00:42 PM

Just updating everyone regarding my reactivation issue. It was fixed and everything seems to be good to go.

The lady on the phone told me I would hear back from someone shortly regarding my blocked account but no one has called me back.

Open up a support ticket as well if you haven't already done so. Did they tell you know what the block was for? Did you receive the same message as me? " Your account has been deactivated. Please contact support to reactivate your account"?

From what I know from support team, those deactivated accounts come from either 10 password fails or if you are using an IP that is from a different country in Canada or even a different provider (if you are in work etc.) Also they told me that they accounts will be deactivated when you are using a VPN.

_mr_e

legendary

Activity: 817

Merit: 1000

Quote from: l.j2300 on November 12, 2013, 06:00:42 PM

Just updating everyone regarding my reactivation issue. It was fixed and everything seems to be good to go.

The lady on the phone told me I would hear back from someone shortly regarding my blocked account but no one has called me back.

l.j2300

member

Activity: 83

Merit: 10

Just updating everyone regarding my reactivation issue. It was fixed and everything seems to be good to go.

abababab

newbie

Activity: 4

Merit: 0

Quote from: cavirtex on November 11, 2013, 12:07:45 PM

abababab's concerns have since been addressed within our support ticket system.

NO they haven't. I missed notifications of the thread update otherwise I would have posted back sooner

CaVirtex is now claiming that they were actually calculating dormant activity fees the whole time, but not charging them because of their own "development priorities". So all of a sudden in october it suits them to start charging, so they back-charge at todays rate rather than the rate at each of the dormant months that they were supposedly calculating. Totally fucked.

Obviously they had an opportunity to clarify that in their announcement on the oct 15th but of course they didn't, saying only "This announcement is to notify all users that we will be commencing the billing of dormant account fees on October 23 2013 at 11:00AM (MST)."

Again they also had an opportunity to email a notice to dormant accounts but this wouldn't net as much $$$ so they didn't. They ALSO had an opportunity above to clearly state that that is what accounts for the 4BTC fee and they didn't

I'd also like to point out that they had an IPO for Havelock a while ago but then announced at the beginning of october that they couldn't deliver on their (first??) dividend (http://blog.cavirtex.com/announcement-ceo-joseph-david) which included this as one of their two points:

Quote

VirtEx is re-investing all revenues to grow our company and maintain our team of 15 employees, as well as investing in marketing and legal counsel.

Smells to me like they are growing unsustainably and/or mismanaging finances and have to pull cashgrabs like these.

If they can't manage to run an exchange that is popular and well used and has already high fees without pulling shit like this then something is seriously wrong.

l.j2300

member

Activity: 83

Merit: 10

Quote from: cavirtex on November 12, 2013, 01:17:23 PM

Quote from: l.j2300 on November 12, 2013, 01:05:26 PM

Cavirtex,

I just tried calling the line right now and no one answered (sent me to the leave message voice mail). As far as my account being deactivated, the support team said that my account was flagged because my IP address was in Germany? They also asked if I was using a VPN or was traveling out of the country. I am not doing neither of these and I am using a Canadian IP. This must be a glitch in the system.

Can you get someone to reactivate my account, I already missed out on the trades I wanted to do and this process is just taking longer then I thought. I can PM you my username on virtex if you are not sure who I am.

For account related questions like these, please use our support ticket system.

With respect to the phone, we have been very busy lately, however, our representatives will return your call. Did you leave a voicemail?

I will speak with our customer service department about your case.

Thank you.

Thank you, if you can do anything to speed up the process that would be helpful. I just got contacted by one of the support team and they are verifying security questions, so it looks like it should be good to go after they review my answers.

cavirtex

full member

Activity: 143

Merit: 100

CAVIRTEX | Canadian Virtual Exchange

Quote from: l.j2300 on November 12, 2013, 01:05:26 PM

Cavirtex,

I just tried calling the line right now and no one answered (sent me to the leave message voice mail). As far as my account being deactivated, the support team said that my account was flagged because my IP address was in Germany? They also asked if I was using a VPN or was traveling out of the country. I am not doing neither of these and I am using a Canadian IP. This must be a glitch in the system.

Can you get someone to reactivate my account, I already missed out on the trades I wanted to do and this process is just taking longer then I thought. I can PM you my username on virtex if you are not sure who I am.

For account related questions like these, please use our support ticket system.

With respect to the phone, we have been very busy lately, however, our representatives will return your call. Did you leave a voicemail?

I will speak with our customer service department about your case.

Thank you.

l.j2300

member

Activity: 83

Merit: 10

Cavirtex,

I just tried calling the line right now and no one answered (sent me to the leave message voice mail). As far as my account being deactivated, the support team said that my account was flagged because my IP address was in Germany? They also asked if I was using a VPN or was traveling out of the country. I am not doing neither of these and I am using a Canadian IP. This must be a glitch in the system.

Can you get someone to reactivate my account, I already missed out on the trades I wanted to do and this process is just taking longer then I thought. I can PM you my username on virtex if you are not sure who I am.

_mr_e

legendary

Activity: 817

Merit: 1000

Thank you. I just checked my deposit page and I see a message that my account has been blocked. I've placed a ticket but I really hope my funds are not being tied up because of this. Can someone please look at this ticket asap?

cavirtex

full member

Activity: 143

Merit: 100

CAVIRTEX | Canadian Virtual Exchange

Quote from: _mr_e on November 12, 2013, 12:11:58 PM

Do you have any updates on making payments from my TD account? I have a few people that want to get into bitcoin but I'm not even sure what to tell them to do since they have TD accounts. Obviously I can't make them switch bank accounts just to buy some btc...

Hi _mr_e.

We're still working on getting TD bill payments back, however, we don't have an estimate of when.

It is still possible to make EFT deposits from TD.

And for larger depositors, bank wires are available.

We're also actively seeking new deposit options, which we hope to have soon.

_mr_e

legendary

Activity: 817

Merit: 1000

Do you have any updates on making payments from my TD account? I have a few people that want to get into bitcoin but I'm not even sure what to tell them to do since they have TD accounts. Obviously I can't make them switch bank accounts just to buy some btc...

cavirtex

full member

Activity: 143

Merit: 100

CAVIRTEX | Canadian Virtual Exchange

Quote from: l.j2300 on November 11, 2013, 11:07:44 PM

I made my virtex account recently and had made deposits that have arrived successfully. I made some trades for the past few days (today as well) but when I tried to sign back in to make more, I received this message:

"This account is deactivated. Please contact customer support for reactivation."

I immediately attempted to call there support number (no answer after 5 times of trying so I am assuming they do not work these hours). I also opened up a support ticket and asked what the problem is and to restore my account as I am missing out on trades that I wanted to do.

Generally, we are available on the phone during regular business hours (i.e. Monday-Friday, 9am-5pm in all Canadian time zones). Opening a support ticket is the best way to go outside of these hours.

Nemesis

sr. member

Activity: 462

Merit: 250

Wow these guys are shooting their foots with this inactivity fees.

They're not leading exchange for trading. They're small and mainly for new Canadian bitcoiners.

Good luck....

WildFire.ca

hero member

Activity: 980

Merit: 503

Are you planning to charge 600$ bucks a year for inactive accounts that have no money or coins in them?

l.j2300

member

Activity: 83

Merit: 10

I made my virtex account recently and had made deposits that have arrived successfully. I made some trades for the past few days (today as well) but when I tried to sign back in to make more, I received this message:

"This account is deactivated. Please contact customer support for reactivation."

I immediately attempted to call there support number (no answer after 5 times of trying so I am assuming they do not work these hours). I also opened up a support ticket and asked what the problem is and to restore my account as I am missing out on trades that I wanted to do.

danone2001

newbie

Activity: 7

Merit: 0

Quote from: cavirtex on November 11, 2013, 12:07:45 PM

Quote from: cabin on November 11, 2013, 10:09:35 AM

Quote from: cavirtex on November 11, 2013, 09:03:05 AM

Quote from: Ilikeham on November 10, 2013, 11:37:17 AM

Quote from: abababab on November 10, 2013, 03:20:33 AM

I apologize if this isn't an appropriate place to post this message (and if not, of course it should be removed).

I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:

On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.

Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.

Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"

Here is a screenshot:

http://dl.dropbox.com/u/128280/Screenshots/cc5d1yvs-7_c.png

MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.

MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.

CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.

Thanks.

I hope you get this sorted out, I've been rapidly getting more and more annoyed by the blaise outlook they have on customer care. The trade engine being down during the height of the volatility seems fairly convenient for them as well. Since there is no entity that will review these guys it's up to as as customers to relate these things to each other out in the open.

On the contrary, we care deeply about our customers and we understand the frustrations some have experienced during this recent rally. Far from being blasé, nothing upsets us more than than glitches that cause temporary trading issues. However, the reality is, we're in unchartered territory in terms of trading volume and we're doing everything we can to accommodate the additional demand. As we move forward, we are beefing up our infrastructure and constantly making improvements to our trading engine so we can provide Canadians with a robust and reliable Bitcoin exchange.

So to be clear, was the 4BTC inactivity fee a glitch and it has been sorted out?

abababab's concerns have since been addressed within our support ticket system.

Please understand that if a customer deposits at Virtex without trading, it costs the company time and money to administer and secure that customer's account. This is why dormant account fees are in effect.

Note: Dormant account fees are based on the price/BTC at the time the fees are administered.

I'm sorry: In what galaxy 3.99 BTC were worth 50$ in October?

cavirtex

full member

Activity: 143

Merit: 100

CAVIRTEX | Canadian Virtual Exchange

Quote from: cabin on November 11, 2013, 10:09:35 AM

Quote from: cavirtex on November 11, 2013, 09:03:05 AM

Quote from: Ilikeham on November 10, 2013, 11:37:17 AM

Quote from: abababab on November 10, 2013, 03:20:33 AM

I apologize if this isn't an appropriate place to post this message (and if not, of course it should be removed).

I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:

On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.

Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.

Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"

Here is a screenshot:

MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.

MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.

CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.

Thanks.

I hope you get this sorted out, I've been rapidly getting more and more annoyed by the blaise outlook they have on customer care. The trade engine being down during the height of the volatility seems fairly convenient for them as well. Since there is no entity that will review these guys it's up to as as customers to relate these things to each other out in the open.

On the contrary, we care deeply about our customers and we understand the frustrations some have experienced during this recent rally. Far from being blasé, nothing upsets us more than than glitches that cause temporary trading issues. However, the reality is, we're in unchartered territory in terms of trading volume and we're doing everything we can to accommodate the additional demand. As we move forward, we are beefing up our infrastructure and constantly making improvements to our trading engine so we can provide Canadians with a robust and reliable Bitcoin exchange.

So to be clear, was the 4BTC inactivity fee a glitch and it has been sorted out?

abababab's concerns have since been addressed within our support ticket system.

Please understand that if a customer deposits at Virtex without trading, it costs the company time and money to administer and secure that customer's account. This is why dormant account fees are in effect.

Note: Dormant account fees are based on the price/BTC at the time the fees are administered.

cabin

sr. member

Activity: 604

Merit: 250

Quote from: cavirtex on November 11, 2013, 09:03:05 AM

Quote from: Ilikeham on November 10, 2013, 11:37:17 AM

Quote from: abababab on November 10, 2013, 03:20:33 AM

I apologize if this isn't an appropriate place to post this message (and if not, of course it should be removed).

I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:

On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.

Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.

Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"

Here is a screenshot:

MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.

MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.

CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.

Thanks.

I hope you get this sorted out, I've been rapidly getting more and more annoyed by the blaise outlook they have on customer care. The trade engine being down during the height of the volatility seems fairly convenient for them as well. Since there is no entity that will review these guys it's up to as as customers to relate these things to each other out in the open.

On the contrary, we care deeply about our customers and we understand the frustrations some have experienced during this recent rally. Far from being blasé, nothing upsets us more than than glitches that cause temporary trading issues. However, the reality is, we're in unchartered territory in terms of trading volume and we're doing everything we can to accommodate the additional demand. As we move forward, we are beefing up our infrastructure and constantly making improvements to our trading engine so we can provide Canadians with a robust and reliable Bitcoin exchange.

So to be clear, was the 4BTC inactivity fee a glitch and it has been sorted out?

cavirtex

full member

Activity: 143

Merit: 100

CAVIRTEX | Canadian Virtual Exchange

Quote from: Ilikeham on November 10, 2013, 11:37:17 AM

Quote from: abababab on November 10, 2013, 03:20:33 AM

I apologize if this isn't an appropriate place to post this message (and if not, of course it should be removed).

I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:

On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.

Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.

Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"

Here is a screenshot:

MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.

MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.

CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.

Thanks.

I hope you get this sorted out, I've been rapidly getting more and more annoyed by the blaise outlook they have on customer care. The trade engine being down during the height of the volatility seems fairly convenient for them as well. Since there is no entity that will review these guys it's up to as as customers to relate these things to each other out in the open.

On the contrary, we care deeply about our customers and we understand the frustrations some have experienced during this recent rally. Far from being blasé, nothing upsets us more than than glitches that cause temporary trading issues. However, the reality is, we're in unchartered territory in terms of trading volume and we're doing everything we can to accommodate the additional demand. As we move forward, we are beefing up our infrastructure and constantly making improvements to our trading engine so we can provide Canadians with a robust and reliable Bitcoin exchange.

Ilikeham

full member

Activity: 238

Merit: 100

Quote from: abababab on November 10, 2013, 03:20:33 AM

I apologize if this isn't an appropriate place to post this message (and if not, of course it should be removed).

I have opened a ticket several days ago through CaVirtex's support system and have yet to receive a response on this:

On Oct. 30th I was charge an account inactivity fee. I understand that this fee was stated in their TOS since the beginning (I signed up in June 2011) and that they simply hadn't started applying the fee. On Oct 15th they announced the commencement of this fee on their announcement page but not via email, even though they have sent announcements via email about fees etc as recently as July.

Their TOS states that the fee would be $50 CAD/month withdrawn as BTC.

Despite this, on Oct. 30th they withdrew -3.99 BTC as an "Inactivity Fee"

Here is a screenshot:

MY MAIN ISSUE is that $50CAD on Oct 30th should have been around .15 BTC but they have taken ~26x times that and they have not explained this issue even though I opened a support ticket on Nov 6th.

MY SECONDARY ISSUE is that I don't feel that they have enacted these inactivity fees in good faith. I understand that they "are not a bank", fair enough, but their system is obviously capable of sending emails about accounts entering inactivity status, and it is aware of which accounts would be approaching a fee deadline. And of course they have sent fee change email notifications in the past, and in the user settings they have an option (defaulted to on) for bulletin emails.

CaVirtex/Joseph David/etc: PLEASE follow up on this ASAP, especially my main issue. I feel like a response out in the open here is most appropriate as I think these are serious issues and your treatment of them should affect your trustworthiness within the community. However, barring that, I have an open support ticket that Allison responded to (26.5 hours after opening) where she only responded with a repost of the announcement and totally ignored the fact that the main issue is that you hugely over-charged me. My follow up messages have gone unanswered.

Thanks.

I hope you get this sorted out, I've been rapidly getting more and more annoyed by the blaise outlook they have on customer care. The trade engine being down during the height of the volatility seems fairly convenient for them as well. Since there is no entity that will review these guys it's up to as as customers to relate these things to each other out in the open.

Topic: Official CaVirtex.com Thread - page 40. (Read 103396 times)